Additional options such as filtering, expanded views, and data export are available as well. Click here to learn more.
The Tickets dashboard offers an excellent set of metrics to track helpdesk performance. The scorecards in the beginning of the dashboard provide the following information at a glance. Note that the information is shown for the selected period in the Date Range filter.
If you're not familiar with the ticketing system in OfficeRnD Flex, use this article for guidance.
- The number of tickets in each category (Created, Unsolved, Solved)
- The average number of replies, resolution time and hours
Following that, each metric has its own dedicated widget where you can see expanded information and drill for specific data.
- Tickets - per Category, per Priority, per Severity
- Average Number of Tickets - per Day of the Week, per Hour of the Day
- Average Resolution Time per Teammate in Hours
- Average Number of Replies per Ticket per Teammates
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